Oversee the 2nd Line Support (2LS) Team within Technical Operations, ensuring smooth day-to-day operations and effective team performance
Participate in hiring efforts for the team and other relevant roles
Collaborate with other Technical Operations teams to execute cross-team initiatives and shared goals
Serve as the primary escalation point for challenging or high-impact problems
Support the team in resolving complex issues and assessing non-standard support requests
Identify, design, and implement process enhancements that increase team capability, efficiency, and effectiveness
Report and provide feedback to Technical Operations Leadership
Requirements
Proven experience leading or managing technical support or operations teams, ideally in a cybersecurity, IT operations, or service delivery environment
Strong familiarity with digital scams and social engineering, including phishing, vishing, online impersonations, malvertising, advance fee fraud, and DNS abuse
A passion for mentorship and development
Attention to detail, adaptability, and strong intellectual and commercial curiosity
Excellent problem-solving and analytical skills with the ability to handle complex escalations
Demonstrated success in building and scaling high-performing teams, including experience implementing process improvements and structure to help the team grow
Exceptional communication skills, with the ability to translate technical issues into clear, actionable information for stakeholders
Strong collaboration and interpersonal skills to work effectively across departments.
Benefits
Opportunities for flexible working after completing an initial 6 weeks of training (after which you'll have the option to work remotely up to 4 days a week)
Opportunities for individual training and development
33 days holiday per year (incl. public holidays)
Pension scheme membership with 4% employer contributions plus NI savings
Two days paid Volunteering Leave per year
Free meals, drinks and snacks provided daily in the offices
Comprehensive wellness provisions
Life assurance at 4x annual salary
Enhanced family leave provisions
Regular events such as monthly board game nights, quarterly socials and big summer and winter parties
A tax-efficient cycle to work scheme
An inclusive culture and environment, where you’ll feel genuinely valued and respected
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